Title: Service Desk Manager

Location: Washington, DC

Status: Full Time

Travel: Negligible

Salary Range: $70,000 - $90,000 DOE

Position Summary:

Midnight Sun Technologies is seeking a Service Desk Manager to oversee the day-to-day operations of the Service Desk, ensuring the delivery of high-quality support services to end-users. This role involves defining requirements and policies, recommending improvements based on industry best practices, and managing the Service Desk's operational and technical aspects. The Service Desk Manager will collaborate with various stakeholders, including operational staff and the United States Mint, to optimize support services, troubleshoot complex issues, and manage new projects. This position is contingent upon contract award.

Duties and Responsibilities:

• Define Service Desk requirements and policies for all services within scope of Service Desk
• Recommend Service Desk requirements based on industry best practices
• Develop, update, document, and maintain a Standards and Procedures Manual for all Service Desk functions
• Work with operational and technical staff, and the United States Mint, to identify solutions that minimize the need to call the Contractor Service Desk (e.g., additional end-user training, self-help opportunities, and Root Cause Analysis)
• Provide recommendations of functional and technical requirements for new Service Desk projects
• Determine transitional plan and issues regarding facilities, layout, and integration with other non-consolidated Service Desks (e.g., BFS and other technical services)
• Communicate with appropriate personnel to ensure a smooth promotion of approved software into production, in accordance with United States Mint procedure manuals
• Install, configure, and maintain ServiceNow and ServiceNow packages
• Perform trend analysis and provide monthly Tips to the customers
• Troubleshoot and resolve basic to complex issues and in cases where an issue cannot be resolved remotely, deliver troubleshooting steps and recommendations to Tier 2 or/and Tier 3 support team.
• Provide support for special projects managed by a 3rd party vendor by coordinating activities for ARB/CAB, validating user acceptance tests, issuing end user communications, and documentation of the new system for effective maintenance and operation of the new system

Requirements:

• Bachelor's degree in Infor Systems or IT related field
• 15 years of relevant experience
• PMP, Agile & ITIL 4 Foundation Certification prior to onboarding
• Technical, Project and Operations Management of service desk operations and Asset Management experience
• Experience managing a team responsible for addressing tickets in ServiceNow preferred

Benefits:

KIC offers a comprehensive benefits package to eligible full-time employees including: Medical, Dental, and Vision Insurance, 401k with Match, Life and ADD Coverage, Short and Long Term Disability, Paid Time Off and Holidays, Education Assistance/Tuition Reimbursement, Employee Assistance Program, Employee Discount Program, and more!

Apply online at our website: https://kikiktagruk.applicantpool.com/

Disclaimer:

This is not to be an exclusive list of all responsibilities, duties, and skills required of the person in this job. KIC is an Equal Opportunity Employer. KIC considers all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran's status, gender identity, or any other legal protected status.

Please view Equal Employment Opportunity Posters provided by OFCCP here (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm).

Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, Kikiktagruk Inupiat Corporation, may legally grant certain preference in employment opportunities to KIC Shareholders, and their Descendants.

Successful candidate must pass, comply, and adhere to KIC's Drug and Alcohol policy/testing requirements and may be required to pass a background and/or Motor Vehicle Records check.